Getting Started

Welcome to the SikaBooks CRM module. This module provides comprehensive customer relationship management — from lead capture and deal tracking through quotes, invoices, contracts, and automated follow-ups. It integrates with the Accounting module for invoice synchronisation.

1.1 Accessing CRM

1. Log in to SikaBooks
2. Select your business
3. Click CRM in the module switcher

1.2 Dashboard Overview

The CRM dashboard gives you a real-time view of your sales performance:

• Pipeline KPIs — Open deals, total pipeline value, weighted forecast, deals closing this month
• Revenue Metrics — Won revenue (month/quarter), average deal size, win rate
• Pipeline Funnel — Visual breakdown of deals by stage
• Recent Activities — Latest tasks, calls, meetings, and follow-ups
• Top Customers — Highest-value customers by revenue
• Revenue Trend — Monthly revenue over time
• Overdue Activities — Tasks that need immediate attention

1.3 Navigation

The sidebar organises CRM features into sections:

• Dashboard — Pipeline overview and KPIs
• CRM — Customers, customer map, deals, activities, conversations, sequences, automations, web forms, goals, territories, quotes, invoices, contracts, reminders
• Reports — 10 analytical reports
• Settings — Pipelines, tags, email templates, channels, document branding, and CRM settings

1.4 What's New in This Version

This manual now reflects the current CRM feature set, including:

• Manual Ghana channels — Phone, SMS, Facebook, and Instagram can be logged from the CRM inbox alongside integrated Email and WhatsApp
• Inbox response SLA — Conversations can now be tracked by overdue reply time and attention state
• Advanced stage policies — Pipelines can enforce checklists, next-action SLA expectations, auto-created follow-up activities, and escalation actions
• Enhanced forecasting — Forecast categories flow through deals and dedicated forecast reports
• Stronger commercial controls — Accepted quotes, mirrored invoices, and non-draft contracts now follow stricter lifecycle rules

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